Services
L2 escalations and administration
Our L2 engineers pick up the tickets L1 can't close. They work through complex incidents, find the root cause of repeat problems and carry out routine administration. They also coach L1 engineers, so more tickets are resolved first time.
What our engineers do
- Own complex incidents through to resolution
- Find the root cause of recurring incidents
- Entra ID, Intune, Group Policy and Active Directory work
- Exchange Online mail flow issues and small migrations
- Routine FortiGate changes
- Small scheduled tasks of 2–8 hours
- Write runbooks and coach L1 engineers
Tools we work in
- Your PSA
- Your RMM
- Microsoft 365
- Entra ID
- Intune
- Active Directory
- FortiGate
Stays with you
- Change approvals and design
- Major projects
- Security incident response beyond first containment
- Onsite work and hardware
Shifts and level
Shifts that suit this work. All times are Melbourne time.
- Business day: Mon–Fri, 8:30am–5:00pm
- Evening: Mon–Fri, 4:30pm–1:00am
Engineer level: L2
See the shift timelineCommon questions
How many tickets can an L2 engineer handle?
Typical capacity is 5–8 complex tickets a day, plus small scheduled tasks of 2–8 hours.
Can an L2 engineer work with our own L1 team?
Yes. They can take escalations from your L1 engineers or ours, and coach either team using your runbooks.
Talk to us about this service.
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